Our Assurance Framework | Dwr Cymru Welsh Water
Dwr Cymru Welsh Water

Thursday, 20th February – 10:00

We continue to deal with the impact of severe weather and flooding over the last few days, particularly in the Monmouth area.

We have accessed our water treatment works at Mayhill and assessing the damage so that we can get works back up and running. This will take some time to do, given the impact of the flooding and the work needed to bring the operation back into normal service.

In the meantime, we are continuing our extensive tanker operation throughout the town to maintain supplies to customers. This has involved a fleet of more than 40 tankers, which have been pumping water into the system and supplies have been kept going for the vast majority of our customers. We are making every effort to maintain this in the coming hours and days, while we get the works up and running.

Some customers in Monmouth have been asking our colleagues in the area if they need to boil their tap water: our answer is no. We’re providing bottled water as a precaution in case supply is interrupted and for a small number of customers without water.

We have also set up three bottled water stations for those who have seen their supply interrupted. These will be open from 8am til 8pm and can be found at:
• Monmouthshire Comprehensive School – Dixon Road – NP25 3YT
• Redbrook Road (opposite Lidl’s car park entrance) - NP25 3LY
• Trellech Primary School - NP25 4AX

We ask those who still have water not to visit these sites, as we need to prioritise customers with an intermittent supplies.

We have delivered bottled water to all properties as a precautionary measure and will also continue to deliver bottled water proactively to our vulnerable customers on the Priority Services Register, such as the elderly, disabled, or those with young children.

We want to thank our customers for bearing with us while we carry out this work to keep things going.

We will post regular updates here and social media.

Company Information Our Assurance Framework

Our Assurance Framework

image of reservoir

We have made it our vision to earn the trust of our customers every day

We welcomed the publication of Ofwat’s ‘Company Monitoring Framework’ in June 2015 as it challenges all companies:

  • to publish information that is consistently accurate and reliable;
  • continue to review what information our customers and stakeholders want and need; and
  • be transparent about the data assurance that they put in place.

The Company Monitoring Framework describes three categories of assurance. Companies are assigned by Ofwat annually to a category following a series of assessments covering a wide range of information. The three categories are:

  • self-assurance, a company uses its own discretion to provide assurance beyond the common assurance requirements;
  • targeted assurance, a company loses discretion on some areas of assurance beyond the common assurance requirements; and
  • prescribed assurance, a company loses discretion on many areas of assurance beyond the common assurance requirements.

In January 2019 we were promoted to the self-assurance category, and Ofwat confirmed:

Our ongoing objective is to make available information that is easy to understand and navigate and which enables customers to understand how we are performing. We recognise that this helps to give confidence and trust to customers and stakeholders in the information we publish.

We have a tried and tested audit and assurance framework in place that ensures standards of quality are being met. This is summarised below but we also provide links to all the various documents that we have published since the introduction of Ofwat’s Company Monitoring Framework.

Assurance Framework Table

View or download our Annual Performance Reports

View or download the latest Assurance Framework Documents